Re: [rt-users] 10 newest unowned tickets - by queue
2013/3/24 Tim Dunphy bluethu...@gmail.com Hello, Our RT server is growing. Now other departments are starting to get curious about our ticketing system and wanting to use it. One common element of all the RT 'at a glance' pages is the '10 newest unowned tickets' which does not distinguish as to queue. Is there any way to get '10 Newest Unowned Tickets' to display tickets from a certain queue on 'RT At a glance'? For instance if I belong to the Operations group and I log into RT is there any way I can see only unowned tickets from the Operations queue? And for others from other groups see the same for their corresponding groups and queues? Thanks, TIm -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B Hi, The default is indeed, anything you have access to. You can however replace that query with a more specific one which filters a certain queue: Owner = 'Nobody' AND ( Queue = 'Some support queue' OR Queue = 'another support queue' ) AND ( Status = 'new' OR Status = 'open' ) This could be saved as a group search. After that a user will have to replace the query on his dashboard. I'm not aware of a way to make this default for specific groups. -- Bart G.
Re: [rt-users] 10 newest unowned tickets
Thank you very much, Aaron! view ticket summaries was wrong set field. Now all is fine! On Fri, May 11, 2012 at 5:39 PM, Sampson, Aaron samp...@p2sol.com wrote: Stefan, This sounds like a permission issue in your user or global user rights. I would go back and check under General rights and look at the view system dashboards, view ticket summaries and see if that changes the users view. I do not have these checked and the test user that I have set up does not see any tickets in a queue that they do not have permission for. Hope that helps -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Stefan Stefanov Sent: Friday, May 11, 2012 9:22 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] 10 newest unowned tickets Hello My RT is 4.0.5 The problem is that all users see in their home page (RT at glance) all incoming tickets in 10 newest unowned tickets even for queues they have no access! I found in the net that I have to set in RT_SiteConfig.pm following: Set( $UseSQLForACLChecks, 1 ); I made it and now user see again all tickets but for queues it have access it see queue name, for other - no. But tickets for not enabled queues are still visible! How to fix this? Best regards Stefan -- Stefan Stefanov
Re: [rt-users] 10 newest unowned tickets
Peter Murfitt wrote / napísal(a): I think this is very similar to what Justin was saying a couple of weeks ago: http://lists.bestpractical.com/pipermail/rt-users/2010-July/065538.html Though it looked like that bug was fixed by 3.8.8 I have same problem, and I am on 3.8.8. Any idea how it solve? On 21 Jul 2010, at 19:04, James Berwick wrote: On 7/21/2010 1:46 PM, Kenneth Crocker wrote: Jeff, Not if I'm not supposed to. So what if there aren't 10 unowned tickets in the list? As a matter of security, I sure wouldn't want someone looking at sensitive payroll info on requests in the Payroll Queue if they aren't even allowed to have access to the payroll Queue. Kenn LBNL If I understand correctly: There are 100 open tickets. The 10 newest unowned tickets belong to a queue that a user can't see. The user logs in and the 10 newest unowned tickets box is empty. There are 90 other tickets that are new and unowned that the user should be allowed to see but are not displayed. What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does) is have the box be filled with the 10 newest unowned tickets that a user is allowed to see, ie, filter the tickets during the search as opposed to finding the top 10 and then filtering out what shouldn't be visible. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] 10 newest unowned tickets
You will need to enable using SQL for ACLs in RT_SiteConfig.pm. It is beta/testing so buyer beware... Ken On Wed, Jul 21, 2010 at 10:45:48AM -0500, Mark Jenks wrote: I have an issue I am trying to figure out. The default search for unowned tickets is: Owner = 'Nobody' AND ( Status = 'new' Or Status = 'open') But it doesn't show everything for non system-admins. (i.e. people that can't see all of the queues) If I specify a queue, it works fine. It seems that it searches all the tickets, shows the top 10, and only displays the tickets that the user has access to the queues. So, if the user only has access to 1 out of 10 queues, there is a chance it will show nothing in it, because there are none in the top 10 that he as access to view. Sounds like a logic bug in the code? I am on 3.8.8. -Mark Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 newest unowned tickets
Mark, It's just my opinion, but I like that logic. If I don't want someone to see tickets in a certain Queue, why would I want them to see unowned tickets in that same Queue? I wouldn't want that to change. Kenn LBNL On Wed, Jul 21, 2010 at 8:45 AM, Mark Jenks mark.je...@iodincorporated.comwrote: I have an issue I am trying to figure out. The default search for unowned tickets is: Owner = ‘Nobody’ AND ( Status = ‘new’ Or Status = ‘open’) But it doesn’t show everything for non system-admins. (i.e. people that can’t see all of the queues) If I specify a queue, it works fine. It seems that it searches all the tickets, shows the top 10, and only displays the tickets that the user has access to the queues. So, if the user only has access to 1 out of 10 queues, there is a chance it will show nothing in it, because there are none in the top 10 that he as access to view. Sounds like a logic bug in the code? I am on 3.8.8. -Mark Mark Jenks Network Administrator *iod incorporated* mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 newest unowned tickets
On 07/21/2010 12:50 PM, Kenneth Crocker wrote: Mark, It's just my opinion, but I like that logic. If I don't want someone to see tickets in a certain Queue, why would I want them to see unowned tickets in that same Queue? I wouldn't want that to change. Kenn LBNL No, but you may still want to see 10 tickets. Investigate Set( $UseSQLForACLChecks, 1 ); in your RT_SiteConfig.pm. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 newest unowned tickets
On 7/21/2010 1:46 PM, Kenneth Crocker wrote: Jeff, Not if I'm not supposed to. So what if there aren't 10 unowned tickets in the list? As a matter of security, I sure wouldn't want someone looking at sensitive payroll info on requests in the Payroll Queue if they aren't even allowed to have access to the payroll Queue. Kenn LBNL If I understand correctly: There are 100 open tickets. The 10 newest unowned tickets belong to a queue that a user can't see. The user logs in and the 10 newest unowned tickets box is empty. There are 90 other tickets that are new and unowned that the user should be allowed to see but are not displayed. What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does) is have the box be filled with the 10 newest unowned tickets that a user is allowed to see, ie, filter the tickets during the search as opposed to finding the top 10 and then filtering out what shouldn't be visible. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see
On Wed, Feb 04, 2009 at 08:58:33PM -0500, Rob Munsch wrote: Hello list, After some initial confusion, i realized that a user's 10 latest block gets the 10 latest tickets, and THEN filters it for what queues that user is allowed to see - sometimes resulting in 4 tickets, or 1 ticket, or no tickets at all! I'm not sure how, or if i can, change this behaviour. I'd like the 10 most recent to show 10 tickets at all times - for permissions-filtering to occur before the 10 most recent are counted. Any ideas? Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before enabling it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see
On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before enabling it. Go not to the docs for counsel, for they will say both no and yes. In some cases it result in performance improvements, but some setups can not handle it. Is this hardware- or memory-dependent? What are the variables in whether it improves or degrades...? At any rate, trying it now, as this sys isn't in production yet. Thanks for the pointer, i saw that option but i didn't understand what it meant at the time. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see
On Thu, Feb 05, 2009 at 10:59:13AM -0500, Rob Munsch wrote: On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before enabling it. Go not to the docs for counsel, for they will say both no and yes. In some cases it result in performance improvements, but some setups can not handle it. Is this hardware- or memory-dependent? What are the variables in whether it improves or degrades...? At any rate, trying it now, as this sys isn't in production yet. Thanks for the pointer, i saw that option but i didn't understand what it meant at the time. I suspect that with certain backends or SearchBuilder versions, the DB plans could be umm... non-optimal for this feature. :) I am trying it here as well. Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see
I suspect that with certain backends or SearchBuilder versions, the DB plans could be umm... non-optimal for this feature. :) I am trying it here as well. Indeed. It's still largely experimental. I'd always been fairly certain that it was impossible, but Ruslan worked a whole bunch of magic. Feedback would be hugely appreciated. pgpEBp0Ymi7b6.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 Newest Unowned tickets i'm allowed to see
DB and setup dependent. ACL checks in RT are painful for all DBs, however these days we at least know how to cook old queries and there are a lot of knowledge on the web. This new feature changes balance. New queries may need new indexes, new execution paths may need new optimizations and bug fixes and... On Thu, Feb 5, 2009 at 6:59 PM, Rob Munsch rob.mun...@gmail.com wrote: On Thu, Feb 5, 2009 at 8:15 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Depending on your RT version, you can try the following option: Set($UseSQLForACLChecks, 1); but read comment on it in RT_Config.pm before enabling it. Go not to the docs for counsel, for they will say both no and yes. In some cases it result in performance improvements, but some setups can not handle it. Is this hardware- or memory-dependent? What are the variables in whether it improves or degrades...? At any rate, trying it now, as this sys isn't in production yet. Thanks for the pointer, i saw that option but i didn't understand what it meant at the time. -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 newest unowned tickets only seen by those who has theright toOwnticket
Tyler,
The following is working for me on RT 3.6.5. I found it on the
CustomizingWithCallbacks wiki page under the 'spam' link. You need to
create a file named 'ModifySearch'. See info below.
Cheers,
Ton
Using the Callback system:
/local rt
path/html/Callbacks/MyCallbacks/Elements/ShowSearch/ModifySearch:
%INIT
if ($Name $Name eq 'Unowned Tickets') {
my $Queues = RT::Queues-new($session{'CurrentUser'});
$Queues-UnLimit();
my @Queues;
while (my $queue = $Queues-Next) { # added '|trash' below Stucki
2005-09-12
next if $queue-Name =~ /^(info|rt.test|trash)$/;
push (@Queues, $queue-Id) if
$queue-CurrentUserHasRight('OwnTicket');
}
my $QueryAdd = join ( OR , map {Queue = '$_'} @Queues);
$Search-{'Query'} = (.$Search-{'Query'}.) AND (.$QueryAdd.);
}
/%INIT
%ARGS
$Search = undef
$Name = undef
/%ARGS
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Shen,
Tyler
Sent: Monday, January 28, 2008 6:47 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] 10 newest unowned tickets only seen by those who has
theright toOwnticket
Can someone please enlighten me on how to show the 10 newest unowned
tickets to only those users who can own the tickets? Currently the 10
newest unowned tickets shows all the tickets to those who have rights
to view, but these tickets are not necessarily those they can own. I
made the change in RT 3.2 only allowing users to view the tickets they
can own under 10 newest unowned tickets and it worked beautifully. It
seems in RT3.6 this functionality is driven by the encrypted queries in
the Attributes table. Any help is appreciated!
Tyler
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Re: [rt-users] 10 newest Unowned tickets
Matthew Hunt wrote: Hello all, Just a kwik one, I have several queues and several groups, but I only want these individual groups to only view the 10 newest unowned tickets... of there group. At the mo they can see all tickets that have not been taken which i do not want. To make it even more simpler, for me and any coding, is that they cannot see this area at all, but only look into there own queues from the right hand Quick search bar. If any one has any info or coding on this I would be most grateful. Many thanks Matthew, Get away from global privileges, except for yourself (set up yourself as SuperUser, no one else except maybe a backup). Set up groups, like Queuename-Tech or Queuename-Support and Queuename-User. Put users in these groups as appropriate. Remove all individual user privileges at both the Global and Queue level. Set your Global group privileges for EVERYONE or PRIVILEGED (depends on how you initially set up users when you add them to RT) to ShowOutgoingEmail, CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches, and ModifySelf (ModifySelf is required in conjunction with all the search rights if you want people to create and save their own queries). Set up the Global Role of AdminCc with the rights you want for all those users running/Administrating a Queue (for example; We gave this global role all rights except: AdminAllPersonalGroups, AdminCustomField, AdminOwnPersonalGroups, all the Search rights because we already gave that to everyone, ModifyTemplate, Superuser, and Watch. We did this because we like to keep redundant and inconsistent creation of custom fields and group names, etc. to a minimum so we do those things ourselves as the administrators of RT itself as Superusers). That's it for Global rights. Then, go to Configuration, Queues, Group rights and set up the rights you want for each role *FOR THAT QUEUE* (for example; *For CC's* - SeeQueue, ShowTicket, Watch. *For Requestors* - CreateTicket, SeeQueue, ShowTicket, ReplyToTicket,Watch. *For Owners* - CommentOnTicket, CreateTicket, ModifyTicket, DeleteTicket, OwnTicket, ReplyToTicket, ShowTicket, SeeQueue, ShowTicketComments, ShowTemplate, TakeTicket, Watch). Then set up the rights for each *group* you want to have access *TO THAT QUEUE* for the kind of access you want them to have and you're done. You might want to consider giving the same rights that are listed for Owners to your support groups and then you can Remove the rights from the Qwner's role (because of redundancy) OR you could just give OwnTicket to that group and leave the Owners role with those rights I listed. This keeps users from Queues and tickets you don't want them to se or mess with. Works great for us. We even have our own Approval Queue to act as a filter for requests that should not go to Technical Queues at all but could be resolved by a Business Analyst, etc. Hope this helps. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
